Customer Service

The customer-facing function. Mostly run from Bali, with handoff coverage to Melbourne and Beijing for off-hours.

Sections

• Response time SLAs — how fast we respond, per channel
• Escalation paths — when to involve Ray or other teams
• Scripts & templates — pre-written responses for common situations
• FAQ (for agents) — internal FAQ with diagnostic steps (different from the public customer FAQ)

CS principles

1. Respond before resolving. A “we’re looking into it, expect a full answer within X hours” message beats silence, even if you don’t have the answer yet.
2. Don’t apologize for things that weren’t wrong. Unnecessary apology sets up an expectation of compensation.
3. Every refund decision needs a reason code logged. So we can see patterns (supplier X has 3x more refunds than supplier Y).
4. Write the answer into the handbook. If three customers asked the same thing this week, that question belongs in the public FAQ or agent FAQ.